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Digital Engagement and Enhanced Messaging for Government Cloud
Connect with your constituent base across multiple channels with Digital Engagement and Enhanced Messaging in Salesforce Government Cloud. Provide a rich and efficient conversation experience on platforms such as WhatsApp, Facebook Messenger, and SMS to streamline communication and increase engagement.
Required Editions
| Available in: Enterprise and Unlimited Editions |
Enhanced Messaging in Agentforce Service provides a rich, efficient conversation experience for customers, support agents, and supervisors. Use the messaging channels your stakeholders prefer to reduce response times and improve service quality.
Digital Engagement experiences in Government Cloud lets government agencies and other public sector organizations connect with their stakeholders across multiple channels.
Salesforce supports a variety of messaging channels.
| Channel Type | Description |
|---|---|
| Enhanced Chat | Personalize customer messaging experiences from your website or mobile app. |
| WhatsApp, Facebook Messenger, Apple Messages for Business, and SMS channels | Support customers on the channels they're most comfortable with—all from one browser tab. |
Channel Provisioning and Message Delivery for Government Cloud
After you enable Digital Engagement, your instance calls the channel provisioning service, which runs in the public Salesforce environment. The provisioning service creates channels in the channel you've chosen. After the channels are provisioned, your Salesforce instance connects to the channels for message delivery and analytics.
Compliance for Digital Engagement and Enhanced Messaging Products
Digital Engagement and Enhanced Messaging in Government Cloud Plus are approved for Federal Risk and Authorization Management Program (FedRAMP) High and Department of Defense (DoD) Impact Level (IL) 5 authorized.
Considerations and Limitations
Before you use Digital Engagement and Enhanced Messaging in Government Cloud, review features such as Compliance Boundary and Einstein Bots.
- Compliance Boundary
- To understand the compliance status of Enhanced Messaging products, it’s important to distinguish between the Salesforce services that are FedRAMP-compliant versus the messaging channels. Messaging channels are different platforms or methods customers use to communicate with your business. These channels include SMS, WhatsApp, Facebook Messenger, and Apple Messages for Business, which are outside the Salesforce authorization boundary. Before you use these products, make sure they meet your agency’s or your organization's compliance requirements.
- Einstein Bots
- Digital Engagement includes 25 credits for Einstein Bots, which haven't been reviewed by FedRAMP. Make sure this product meets your agency's requirements. To enable Einstein Bots, create a support case.
Digital Engagement and Enhanced Messaging Features
Digital Engagement and Enhanced Messaging products and features available to Government Cloud customers.
| Product / Feature | Government Cloud Plus | Government Cloud Plus - Defense |
|---|---|---|
| Digital Engagement | Yes | Yes |
| Digital Engagement Short Code | Yes | Yes |
| Broadcast Messaging | Yes | No |
| Einstein Bots | Interoperable | No |
| Additional SMS Conversations | Yes | Yes |
| Additional WhatsApp Conversations | Yes | Yes |
